Complaints Information

Complaints are requested to be raised appropriately in line with information provided. It is advised to read all information provided prior to contacting BAFE.

• To raise a complaint against a BAFE Registered Organisation, you must contact the appropriate Certification Body (as shown with BAFE Registered Organisation’s details on the BAFE Fire Safety Register online). This is because all BAFE Registered Organisations are audited and third-party certificated via BAFE Licensed/UKAS Accredited Certification Bodies.

• Certification Bodies are only expected to investigate complaints concerning a BAFE Registered Organisation’s non-compliance to a relevant BAFE scheme (or schemes) and their professional conduct/behaviours in relation to this.

Please Note:

• Where applicable, before making a complaint to the relevant Certification Body, a formal complaint should be raised (in writing) to the BAFE Registered Organisation to attempt to resolve the matter.

• Significant evidence must be provided to support your complaint. Where it is determined that there is not sufficient evidence, the Certification Body may not be able to take any action.

• Complaints may not be accepted under certain circumstances (e.g. if a system/provision is no longer under warranty, does not have a valid Certificate of Compliance/maintenance contract in place etc).

• Further complaints information will be available from the relevant Certification Body.

• If complaints are escalated to BAFE in relation to matters regarding a BAFE Registered Organisation, BAFE shall investigate how the complaint was handled by the relevant Certification Body (as the auditing body). BAFE shall not restart a complaint against a BAFE Registered Organisation that has already been investigated by a Certification Body (unless deemed required under the exclusive judgement of BAFE).

• For misuse of the BAFE logo by BAFE Registered Organisations, you must contact the appropriate Certification Body (as shown with BAFE Registered Organisation’s details on the BAFE Fire Safety Register online).

• For misuse of the BAFE logo by unregistered organisations/individuals, this can be reported in writing with clear evidence via email to complaints@bafe.org.uk or by letter to the BAFE office. Any information submitted does not open a complaint file by default. All information shall be reviewed to check its validity. BAFE shall only be able to investigate substantiated matters regarding BAFE IP/logo misuse.

• For complaints about a Certification Body (in relation to BAFE activity) please raise these directly with the appropriate Certification Body for attention. If a resolution cannot be achieved, please subsequently contact BAFE with all relevant information for review. This can be reported in writing with clear evidence via email to complaints@bafe.org.uk, or by letter to the BAFE office. Any information submitted does not open a complaint file by default. All information shall be reviewed to check its validity. BAFE shall only be able to investigate substantiated matters.

• For complaints about BAFE (the organisation) please contact the BAFE office. This can be reported in writing with clear evidence via email complaints@bafe.org.uk or by letter to the BAFE office. Any information submitted does not open a complaint file by default. All information shall be reviewed to check its validity. BAFE shall only be able to investigate substantiated matters.

• Employed/contracted individuals of BAFE shall be always treated with respect. Any aggressive or intimidating behaviour towards the BAFE team shall be reported to BAFE senior management and logged appropriately.
• All BAFE office phone calls are recorded for customer service purposes, which may be used to evidence any mistreatment of the BAFE team.
• Employed/contracted individuals of BAFE shall not be targeted in any manner, this includes through individual/personal contact information and social media accounts.
• BAFE may be required to share complainant data to best resolve complaints. By submitting information, please note BAFE reserve the right to share this data with appropriate individuals/organisations (e.g. a BAFE Registered Organisation, Certification Body, or other relevant parties) to help resolve the issue.
• If insufficient evidence is provided when a complaint is made, or more information is required, further evidence/information may be requested to open a complaint file. If BAFE do not receive the requested sufficient evidence/information or response within 21 days of the initial request BAFE shall consider the issue as closed.
• BAFE may explore complaints raised via telephone; however, it may not always be possible substantiate these without evidence. BAFE may share information received with third parties, in the disclosure where we consider it necessary to do so. Please note all BAFE office phone calls are recorded for customer service purposes.
• Where it is discovered that information provided has been amended in any way or evidence has been withheld to alter the outcome of the investigation, BAFE shall consider the complaint invalid.
• It should be understood and accepted that issues may fall outside of BAFE scheme scope or BAFE’s remit and authority.
• Complaints will not be accepted via social media channels used by BAFE.
• Multiple public posts on social media condemning BAFE (and not submitting a complaint providing both evidence and the opportunity for the relevant party/parties to investigate the matter) may be considered vexatious behaviour/defamation of the BAFE brand and further action may be taken to address this.
• BAFE will not be able to comment or investigate any issues/complaint files where legal actions are in progress.
• BAFE will not get involved or be able to help with any commercial matters (e.g. invoices, quotes, credits, pricing).

This information, published 29 August 2023, supersedes any previous complaints handling information (including the former Complaint Resolution Process) published by BAFE.